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Welcome, to enhance your experience we have divided our site into the following sectors. Please choose the one most relevant to you and continue.

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Frequently Asked Questions

On this page you will find answers to the most frequent queries we receive. To allow us to answer your questions, use the quick links below:

How much do you charge for postage and packing?
When will my goods be despatched?
Do I have to register first before I make a purchase?
I am an existing customer but I have never ordered online before, how do I access my account?
How do I create an account if I am a new customer?
I've forgotten my password. What do I do?
How do I change my password?
I have submitted an order but have not received a confirmation email
How do I apply for a credit account?
I am a customer from outside the EU. Would you still be able to deliver to me? Do I pay VAT?
I'm ordering from outside the UK, what currency can I pay in?
What is your returns policy?
I've placed an order but not received it yet. What do I do?
How do I get back to the homepage of the website?
I want to collect my order at your Trade Counter. Do I pay when I order or when I collect?
I want to change my invoice address. Can I do this immediately?
My payment card has been declined. What should I do?
How can I get more help on the website?
Where do I enter my order reference or Purchase Order number?
Where can I find product datasheets?
Do I have to sign for parcels?
Where can I see my credit limit?
How do I view a copy invoice?

 

How much do you charge for postage and packing?

All UK mainland orders over £30 (excluding VAT) qualify for Free P&P. UK mainland orders below £30 (excluding VAT) are subject to a £3.99 + VAT P&P charge.

An economy service of £2.99 + VAT P&P charge is also available for UK mainland orders under £30 (excluding VAT), offering delivery in 2-4 working days. A signature is not required for this service.

UK Offshore deliveries are subject to the UK mainland charges above, except orders over 1kg in weight where P&P is charged at £9.00 + VAT. UK Offshore territories are the Channel Islands, Scottish Isles, Isles of Scilly and Isle of Man.

Orders to other countries are determined by the size and weight of the items making up your order. The estimated delivery cost will be shown during the checkout. If there is any variation in this, you will be advised before your order is despatched.

 

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When will my goods be despatched?

Goods are normally despatched on the day the order is received, if the order is received by 7pm Monday - Friday. We shall despatch goods by First Class post (for orders below £60 and under 1kg) or our preferred Carrier (for orders over £60 or over 1kg in weight) to UK-based customers.

 

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Do I have to register first before I make a purchase?

No. You can proceed through the checkout on our desktop and mobile websites as a guest. The only details you need to enter in the 'Guest Checkout' are your email address, name and delivery address. After placing your order you will have the option of registering with us.

New Customer | Guest Checkout

 

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I am an existing Rapid customer but I have never ordered online before, how do I access my account?

If you have an existing offline Rapid account, you can activate your account online by clicking the 'Register' part of the 'Sign In/Register' link at the top right of your screen. Select 'Already have an offline account?' on the 'Register' page and enter your Rapid account number and billing address postcode. You will then be able to create a password, register an email address and check your address details are correct. 
 

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How do I create an account if I am a new customer?

Simply click the 'Register' part of the 'Sign In/Register' link as above, and enter your details in the 'Register for an Online Account'' section. Here you will need to create your log-in details and enter your contact information and billing address details. You also have the chance to sign up to our newsletter. Click the 'Register' button to confirm your registration.

 

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I've forgotten my password. What do I do?

If you forget your password, enter your email address on the 'Sign In' page and click the 'Recover Password' link. You will be sent an email with a temporary link to a page on which you can reset your password. Please note: this link is only valid for use once. Alternatively, if you are still having difficulty, or if you do not receive the email, contact us and we will manually reset your password for you.

 

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How do I change my password?

For security reasons you should regularly change your password. You can do this from the 'Update Personal Details' link in the 'My Account' dropdown box or from the 'Personal Details' link in 'My Account'.

 

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I have submitted an order but have not received a confirmation email.

When you create an account or place an order, an automated email will be sent to you.

If you do not receive these emails, this could be due to an error with the email address you provided when you registered with www.rapidonline.com. You may have omitted a letter, number or other character, so that any messages we try to send will not reach you. If this happens we will receive a notification and contact you if possible and amend your email address on our records.

Sometimes our emails are blocked by email filtering software, particularly if it is the first message we have sent you. It is worth checking your Spam folder and adding sales@rapidonline.com to your safe senders list.

If you do not receive an email that you expect from Rapid, please contact us.

 

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How do I apply for a credit account?

You can apply for a credit account online here. Alternatively, print out an application form here and return it to Rapid by post, fax or email.

 

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I am a customer from outside the EU. Would you still be able to deliver to me? Do I pay VAT?

We deliver to addresses around the world. Customers from outside the EU do not pay VAT. If you are a non-EU customer and VAT is included in your order, please contact our Export department on +44 (0)1206 835577, who will set up your account correctly or refund to you any amount already paid.

 

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I'm ordering from outside the UK, what currency can I pay in?

Your payment card will be debited in UK pounds sterling, and based on the current exchange rate converted to the equivalent amount in your own currency. Prices on the website are displayed in UK pounds sterling. There is the option to view prices in US dollars or Euros, for guidance purposes only. You can set these currency preferences in your 'My Account' area.

 

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What is your returns policy?

If, upon receipt of your order, you find shortages or damaged items, please contact us within 14 days of delivery on 01206 751166 and we will arrange replacement goods as necessary. Items found to be faulty within 12 months of purchase may be returned for repair or replacement where applicable - please contact us to arrange.

If you wish to return items for any other reason, you must contact us within 14 days of receiving the goods, you then have a further 14 days to actually send the goods back. Goods should be returned first class with proof of posting and the Customer is responsible for payment of all postage costs. The goods must be returned undamaged and in their original packaging - please contact Rapid to arrange an RMA note. In some instances a handling charge of 20% (or minimum of £2.00) may apply - please see our Packing, Delivery & Returns page and Terms and Conditions for full details.

 

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I've placed an order but not received it yet. What do I do?

If you are ordering from the UK mainland using our standard delivery option, and your goods do not arrive within 7 working days of despatch, we recommend that you contact our customer services team on 01206 835588 or customer.services@rapidonline.com, who will investigate the matter for you.

If you have selected a UK mainland timed delivery service and your order has not arrived by the expected time, please contact us.

 

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How do I get back to the homepage of the website?

From any page, just click on the Rapid logo at the top left corner of the screen to be taken back to the homepage.

 

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I want to collect my order at your Trade Counter. Do I pay when I order or when I collect?

You pay when you place your order on the website. Using the 'Trade Counter Collection' delivery option saves you the standard P&P charge of £3.99 on all orders under £30 (excl. VAT), as long as your order value is over £1. Orders are ready for collection within one and a half hours.

Orders for Trade Counter collection must be placed before 4.30pm to ensure same-day collection during our normal opening hours. Orders placed after this time will be available after 9am the following working day. The Trade Counter is open Monday-Friday, between 7.30am and 6.00pm, and Saturday between 9.00am and 5.00pm.

The Trade Counter is located at our offices in Colchester, Essex. For directions, click here.

 

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I want to change my invoice address. Can I do this immediately?

Customers who do not have credit facilities can change their invoice address in the 'Personal details' section of 'My Account'. Credit account customers should contact us on 01206 751166 to enquire about updating their invoice address details. It is also possible to have separate addresses registered to your account for deliveries and invoices. However, for security reasons, this is not available for your first order placed on the desktop and mobile versions of the website, and for the first 30 days after your first order.

 

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My payment card has been declined. What should I do?

Please contact our customer services team (01206 751166), who will investigate why your card has been declined. This could be due to insufficient funds in your account, the entering of incorrect details relating to your card and billing address (such as your postcode) or your bank's anti-fraud controls. We will respond promptly and suggest an appropriate course of action.

 

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How can I get more help on the website?

If you are having trouble placing an order, finding the part you want or when the information you need is not immediately available online, click on the 'Chat to an Online Advisor' link in the grey bar at the top of any page on the site.

Chat to an Online Advisor

This facility allows you to contact a sales or technical advisor, who will seek to solve your problem as soon as possible via a real-time web chat.

This facility is available from 8am to 7pm Monday to Friday, and 9am to 5pm on Saturday.

 

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Where do I enter my order reference or Purchase Order number?

You can enter your reference or Purchase Order number in the Delivery Details section of the checkout page.

 

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Where can I find product datasheets?

Datasheets are available on product pages when you see the red Adobe icon Red Adobe Icon. Simply click on the icon to open a PDF document, containing technical, health and safety or approval information about the product. If a datasheet for a particular product is not available on our website, please contact feedback@rapidonline.com. If a datasheet can be sourced it will be emailed to you and made available on the website.

 

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Do I have to sign for parcels?

All orders weighing under 1kg or less than £60 in value are sent via 1st class post and do not require a signature. Parcels above 1kg in weight and £60 in value are sent by our preferred carrier and require a signature before delivery. In the event that no one is available to sign, a card will be left and the customer will be asked to collect the parcel from the carrier's local depot or arrange a more convenient time for delivery. If you would like to give us special delivery instructions, such as leaving parcels with neighbours, you can do so over the phone at the time you place the order.

 

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Where can I see my credit limit?

If you have an invoice account with Rapid, you can find details of your credit limit when you are logged in to the website. Simply click the 'Personal details' or 'Update personal details' link in the 'My Account' area of the website. Your credit limit will be displayed under 'Credit Status' on the right of the page. You can apply for an increase in your credit limit by contacting our Accounts department.

 

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How do I view a copy invoice?

Invoices for orders placed on your account in the last three months are available to registered customers. This applies to all orders - online and offline.

To access your invoices, simply sign in to your account and click 'My Account' at the top of the screen. Click the 'View and Print Invoices' option:

How do I view a copy invoice?

All available invoices will be listed for your account. Either use the search facility to search for the invoice number or click the 'View' option for each invoice. This will open the invoice as a PDF, and you will be able to print, save or email the invoice.

Only registered online customers will be able to view their invoices on our website. To register, or to activate your offline account, follow the instructions here. If your organisation already has an online account, but you would like to be added with separate log-in facilities, please contact Rapid and we will set this up for you.

Please note that for accounts with new registrations, activations or additional buyers, you will be able to view your invoices four hours after the change in status.


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